Company Overview

Firestone Airide, specializes in air spring manufacturing and technology with a history of more than 80 years of research and development on technologically advanced air springs for the global marketplace. Firestone engineers air springs and related products for commercial trucks and trailers, cars, sport utility vehicles, light trucks, mini vans, motor homes, buses, agricultural equipment, rail and industrial applications. 

Customer Support

This role supports sales and engineering to field technical and application questions related to the installation, usage, and troubleshooting of Firestone’s air helper springs and onboard control systems. This role is a call center-based customer support function with focus mainly on warranty-related inquiries. This role supports both direct and non-direct accounts, as well as end consumers and users. This role will also function as a liaison between customer service, sales, and engineering to execute technical updates and identify warranty related issues.

• Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.
• Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
• Research, diagnose, document, and resolve technical issues related to the installation of air helper springs and onboard control systems.
• Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction related to pre- and post-sales sale inquiries.
• Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
• Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.
• Collaborate with the engineering and sales team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
• Stay up to date with the latest technology trends and updates to provide accurate and effective technical support.
• Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
• Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.

Technical Support Representative Required Skills:

• Excellent verbal and written communication skills, with the ability to communicate technical information to non-technical users clearly and concisely.
• Strong problem-solving and analytical skills to identify and resolve technical issues efficiently.
• Exceptional customer service skills, including patience, empathy, and the ability to handle interactions with customers professionally.
• Advanced knowledge of computer hardware and software, operating systems, and common software applications.
• Ability to work independently as well as collaboratively within a team environment.
• Strong time management skills with the ability to prioritize tasks and meet deadlines.
• Flexible and adaptable to rapidly changing work environments and technologies.
• A commitment to continuous learning and self-improvement in the field of technology support.

• Typically requires a bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience. 
• Salesforce, LiveVox, Microsoft Office (Word, PowerPoint, Excel, and Outlook), SAP experience preferred.
• Must be able to handle and manage high call & email volumes.
• Technical product support experience preferred due to the nature of the product offering.
• Must be abl